A host/company that blatantly ignores/blanks & doesn’t even have the decency or professionalism to respond to your complaint nor even willing to discuss the matter for a resolution If you want to stay in an apartment on a derelict building site in a run down area with noise from 7am all day from the building site, then this is the 1 star rating you’ve been looking for. If you could pick the apartment block up and put it somewhere else in Liverpool then great as the apartment inside was lovely However - the listing failed to mention ( which is highly relevant) the block is at the end of a street with derelict boarded up disused buildings either side . There are gated railings to stop people getting in accept the homeless have found a home in the doorways - gathering together drinking cans of what ever. It’s a very quiet and remote street to walk down to which if you’re a lone female or family with kids walking down here especially at night time it’s quite uncomfortable and uneasy to say the least If anything bad were to happen and you needed help, it’s doubtful anyone would hear you with nothing else being around I booked 4 nights Thur to Mon - work trip working from the afternoon and a what I thought would be chilled relaxing and quiet stay morning til afternoon . WRONG From 7.15-7.30am construction works starts on the building site right outside - construction of more apartments. Banging , noise and more noise It was that loud you’d think the windows were wide open. If doubled glazed absolutely useless Not ideal or wanted being woken up at this time in the morning when you’ve finished work late and want a lie inWatching the TV the volume had to be turned up full pelt to hear it with the noise going on outside . I’m not really into watching TV at these decibels. I checked out the Saturday night at 6pm and left early. Stayed for 2 unpleasant nights and didn’t use the other 2 nights. It says usual response from host up to 6hrs. As I messaged them Saturday am with my detailed disappointment and concerns with videos taken of the noise and videos outside of the remote area it’s in . I messaged again when I checked out pm and eventually got a response after 8 hours. If I’d been locked out or had any kind of emergency this response time is just beyond unacceptable. What I will say is whoever responded to me was quite plausible, understanding and empathetic. This is as far as it goes though from responding on the Saturday night The person suggested to find some sort of resolution but didn’t say or suggest what. With this, I suggested a refund of half of the 4 nights stay which I believe is valid and fair even tho my 2 nights I did stay were disrupted with the noise and staying in a less than desirable area. I did say straight away the apartment itself was lovely and it’s not their fault for the construction going on outside , however this does have a significant impact on your stay. And so this should be rightfully mentioned in the listing . If it had of I would not have booked to stay here. Whether they like it or not refusing to accept responsibility of the outside surroundings this will highly disappoint your stay here Expecting to hear back from them come Monday morning I didn’t hear a dicky bird . Nada non zilch response to me. I sent several messages Mon to Wed. Just completely blanked and ignored. You’d expect a business like this to be on the ball and have the utmost professionalism but there was non of that . Not what I expected at all. Zero customer service. Unresponsive and totally not bothered. Thursday morning I escalated my complaint to air B&B as not only had I had no response, they weren’t even willing or interested to discuss a resolution Air B&B were fantastic and incredibly prompt resolving this. I can’t thank them enough in the matter. Professionalism right here. The very same day at the end of the day they called me with a resolution. They informed me the host was not interested in giving any sort of refund it was not open for discussion . Probably why I was blanked and ignored. Air B&B informed me they had broken the terms and conditions listing a property and not mentioning it’s surroundings which would quite obviously impact your stay They informed me I was entitled to 30% refund of the 2 nights I stayed and full refund of the 2 nights I didn’t stay. I’m happy with that resolution Such a shame I had to escalate to air B&B as this company has no care or interest to resolve any concerns or complaints. Quite shocking to be honest when they have over 35 listed properties on air B&B so you’d think they were quite a reputable and professional organisation. Far from it. At least when it comes to any complaints that is !
Claim your business profile now and gain access to all features and respond to customer reviews.
London's best Airbnb manager | My Property Host provides a fully managed, end to end, hassle free short let management service, helping our clients achieve maximum profitability | Now with free short let insurance.
